drive down call volumes using learning technologies and ... · techniques reducing call volumes and...

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John Towsley Co-Founder Thought Rock

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Thought Rock Live K n o w l e d g e w o r t h s h a r i n g Thoughtrock.net

Drive Down Call Volumes Using Learning Technologies and Techniques

Reducing call volumes and cost is a constant objective for Service Desks. The latest learning tools and techniques can be deployed to help in the cause. Take aways: - Learn what calls to target for elimination - Understand how to work with HR to effectively target the users - Cost effective tools that can be used on the desk in cooperation with HR - Real examples - Ideas for next steps

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What Do We See?

Focus on logging and categorization

Call volumes

Types of calls

Obsession with metrics

Time to answer, average talk time, total call time, utilization

Pre occupation with cost

Cost per call

Total labor costs

Service Desk technology costs

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Pragmatic Approach

Measure

•Call Volumes

•Call Categories

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Call Volumes – Our Experience

30%

30%

30%

8%

2% 10%

Calls

PW Admin Process Connectivity Other Application

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Pragmatic Approach

Measure

•Call Volumes

•Call Categories

Simplify

•Policies

•Processes

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Password Reset Example

Network

Application

Permissions

0

2000

4000

6000

8000

BeforeAfter

4500

2000

8000

2500 0 500

Network

Application

Permissions

Implement Single Sign-On Change Audit policy for Password Resets

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Measure

• Call Volumes

• Call Categories

Simplify

• Policies

• Processes

Eliminate

• Self Help

• Vendors / Outsource

Pragmatic Approach

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Ex. LMS Support

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Pragmatic Approach

Measure

• Call Volumes

• Call Categories

Simplify

• Policies

• Processes

Eliminate

• Self Help

• Vendors / Outsource

Automate

• eLearning

• Performance Support

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eLearning Example

Define Service Catalogue

Simple Spreadsheet basis

Build Learning for Service Desk

Rapid eLearning development

Effective, track able, professional

Cost effective

Partner back to HR

Integrate to on boarding process

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Service Catalog Example

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System – User eLearning Example

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Performance Support

PSS

Pre-req.

Training

Classroom / Webinar

Application

Learning Desk

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Performance Support Examples - Process

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PSS Example

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eLearning Example

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Performance Support ROI for Help Desk: Global Systems Integrator Case Study

Background: Global Systems Integrator 13,500 employees Supported by single IT Help Desk Business Challenges: Onboard 1,000+ end users and help desk staff every year Frequent launch of new applications and system upgrades Rapidly increasing help desk costs due to increased call volume/duration Solution: Standard Content for MS Office 2010 Baseline Content for SharePoint Mgr for remote worker support processes (VPN, aircards, smartphone, etc) Mgr for internal operations (HR, Document Management, ERP)

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Sample Results: Year-over-year reduction in call volume by 12.5% (10k+) while on-boarding 500+ new employees

Call durations for “standard” call types reduced significantly (but not specifically measured)

Office 2010 rollout training resources reduced from 10 FTE to 2 FTE

Office 2010 rollout end user classroom time reduced by three hours per employee

Nominated internally for Innovative IT award

Calculated Savings: Call center: 10,000 x $40 x 12 = $4.8M per year

Office 2010: training FTE = $650,000

Office 2010: end user productivity ~ $2M

S usage statistics: • Monthly average “hits” ~ 50,000 • Peak ~ 80,000 “hits”

Performance Support ROI for Help Desk: Global Systems Integrator Case Study

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Background: One of the largest private healthcare insurers in the US Insures 12.5M individuals 30,600 employees

Business Challenges: Ongoing training and support for CRM migration Regionally diverse sales processes used in formerly independent sales organizations Growing national sales organization

Solution: Baseline Content for SFDC Baseline content customization for client’s SFDC implementation Custom content documenting client’s Sales SOPs Application embedded learning content linked to from SFDC based on user’s context Single-source authoring enabled publishing to PS and PDF

Performance Support for SFDC CRM: Healthcare Insurance Payer - Background

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Thank You

Q&A

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Phone: 1.877.581.3942

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Peter McGarahan President McGarahan & Associates

drive down call volumes using learning technologies and ... · techniques reducing call volumes and...

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